Return Policy

1. When you can return an item

A return (or replacement) is accepted within 7 days of delivery when:

• The product arrives damaged, broken or leaking.
• You receive the wrong item, wrong variant or an incomplete order.
• The product is materially different from its description on the product page.
• The item is defective (for example, a non-working component of a handicraft).

2. What makes handmade products special

Every item is made by hand in small batches by a Self Help Group. Minor variations — slight differences in colour, weave, stitching, size or finish between units — are the signature of authentic handwork and are not considered defects. Only the conditions in section 1 qualify for a return.

3. Items that cannot be returned

• Food products, consumables and personal-care items, for hygiene and safety reasons — unless they arrive damaged or defective, in which case we send a free replacement.
• Items that have been used, washed, altered or installed.
• Items returned without their original packaging, where the packaging is necessary for safe transport.
• Free gifts or complimentary items included with an order.

4. How to raise a return

• Contact us within 48 hours of delivery (and no later than 7 days) with your order number.
• Share photographs of the product and packaging showing the issue.
• Our team reviews your request — usually within 24–48 hours.
• Approved returns are picked up by our courier partner from your address, or you may self-ship the item to the address we share (shipping cost reimbursed for approved returns).

5. After the return is received

The returned item reaches the SHG for a quality check, which is completed within 2–3 business days of receipt. Once approved, you choose: a free replacement (subject to availability), store credit, or a refund as described in the Refund Policy.

6. Damaged in transit

If a package arrives visibly damaged, please note the damage on the courier's proof of delivery and refuse the parcel if possible. If you accept it, photograph the outer packaging immediately — transit damage claims need the packaging evidence.

7. Cancellations

You can cancel an unshipped order from your account or by contacting support, and receive a full refund (see the Refund Policy). Once an order is dispatched, the return process above applies instead.